Segment Manager - Micro Segment Loyalty Programme

Dialog Axiata PLC
19 days ago
0 Applied
Expires on: Feb 14 2023

Ref.No 00001503


Entry Requirements

The Person

  • Possess a degree in Business Administration or an equivalent professional qualification
  • Minimum 3 - 4 years related experience
  • Analytical and reporting skills
  • Planning, organizing and decision-making skills
  • Excellent communication, presentation and negotiation skills

The selected candidate will be responsible to ensure exceptional customer experience for main loyalty segments and micro segments by proposing best in class practices (i.e. better credit treatment for good paymasters etc.) and providing exceptional experience on digital channels for all Loyalty Segments, resulting long term customer retention.

The Job

  • Deliver differentiated and exceptional service specific to each Micro Segment (Senior Citizens, Women and Kids, Persons with Disabilities) whilst ensuring customer satisfaction geared towards loyalty and retention, resulting long term profitability of the organization
  • Formulate and implement Service Strategies for Micro Segments under the guidance of Senior Management
  • Monitor the indicators such as NPS, VOC, CIC reports, reports and identifying service gaps of Micro Segment
  • Identify technical improvements required in servicing the micro segments and raising the requirement with Loyalty Governance team and ensure the improvements are implemented
  • Strategic planning on customer engagement for each micro segment aligned to the latest technology, trends and organizational objectives which comprise of events (virtual or physical), outlet activities, internal Dialog offers and external merchant offers etc.
  • Coordinate with BUs to obtain exclusive products / benefits / offers pertaining to each Micro Segments
  • Negotiate and obtain offers / events / interactive initiatives from external merchants in order to fulfil the customer engagement requirements of each micro segment
  • Manage communication modes, platforms, content when launching segment specific campaigns and initiatives
  • Conceptualize the Quarterly newsletter for CV / CVR segments and brief marketing / creative teams for layout development and content creation
  • Update, administrate and be responsible for the content of the Loyalty pages of the MyDialog app (offer page, event page and other related info)
  • Handle credit, billing related projects and coordinate with Club Vision staff
  • Overlook digital experience (MDA, Web) for Loyalty

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